Complaints

This profile includes complaints for Sentry Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sentry Management, Inc. has 46 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sentry Management, Inc.

  2180 W State Road 434 Ste 5000 Longwood, FL 32779-5042

  
• 

  Sentry Management, Inc.

  8425 Keystone Crossing STE 108 Indianapolis, IN 46240-4322

  
• 

  Sentry Management

  7003 Chadwick Dr Suite 100 Brentwood, TN 37027-5232

  
• 

  Sentry Management Kansas City

  5000 W 95th St Ste 200 Prairie Village, KS 66207-3300

  
• 

  Sentry Management, Inc.

  4188 S Atlantic Ave New Smyrna Beach, FL 32169-3711

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Condo in 2018, Sentry f/k/a **************** is totally inept in its services. They refuse to schedule maintenance requests according to the Bylaws and its own website information for the Woodstone ***************** community. Therefore when maintenance arrives and you're not home, they break in your gate and damage your property. The management is to be responsive to complaints regarding removal of abandoned vehicles, in more than $250,000 in HOA fees we get NOTHING! Not even an adjustment from $220/month in fees when they've shut down our swimming pool, but never adjusted our dues to represent this. Their customer service reps don't answer their phone calls, they fraudulently and without authorization respond to my complaint with my account information and sent it in an email to a closed account. They risk financial security of private account information by accessing without verification of who they are sending the info to. (Brandi R****) They and the Board authorize Tenants to violate Bylaws (a government instrument) allowing them to create environmental issues with commercial AC units stored on the property, tell Tenants its okay to squeeze several vehicles in parking spaces for 2 vehicles - one Tenant has 2 trucks, a trailer hitch (illegal in Bylaws) and a car squeezed into a space and that which doesn't fit they double-park blocking the school bus endangering kids. These illegal authorizations of covenant violations only causes discord between Owners who live here (which none of Sentry or their illegal BOD reside here). No Board meetings, no meeting minutes, no votes - just one lone person Franchelle Morgan sent by Sentry to destroy our community and take our money. As HOA term limits for president expired and no new votes held, Sentry is holding this community hostage with no clear explanation of their purpose - there are Owners who owe more than $40k in HOA dues, yet no collection. My suspicion is our funds are used elsewhere.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/15) */
  We have the honor and privilege of managing approximately 3,000 communities in 22 states, and we find that oftentimes homeowners are not aware of the role that we play in their community. We are a 3rd party vendor hired by your HOA to assist with the day to day activities. We do not "charge" homeowners anything. Your HOA assessments are paid to your HOA to help keep your community a place we would all be proud to call home.
  We work at the direction of the HOA and in accordance with our management agreement. We understand that not all homeowners are aware of the tasks Sentry Management and the HOA has agreed that we do. In situations like this we encourage homeowners to get involved or at least attend a meeting to get some questions answered. The complaints contained herein are matters beyond our control. Your HOA President is a volunteer working hard to make the best decisions for all homeowners based on several factors. All of your emailed complaints have been forwarded to the board for action.
  Our goal is to have satisfied homeowners. If you would like more information on our role, or the specific complaints herein, please reach out to your local team who will be happy to work through all of your questions.
  
  
  Consumer Response /* (3000, 7, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is totally unacceptable, The reason I have taken this route is due to the attitude in the local office. While Sentry is 3rd party and doesn't set fees, it is responsible for collections of fees which no member should be $$,$$$ in arrears and own several units. Everyone's dues are paid to Sentry and collections don't end at liens - shouldn't there be an effort in court? Sentry has many responsibilities.
  
  You communicate decisions made by "the Board", however no such communication came when it decided to not redirect the HOAs downspout outside of my Unit to stop the water damage inside for years. I believe my immediate and several subsequent phone calls after a heavy rain is a clear indication your plumbers are not doing their job; and no Board member should instruct your plumbers on the best job to be done to avoid liability of property damages. Sentry did not communicate "the Board's" decision to not clean out the drain pipes so my parking space would stop flooding. Why didn't your plumbers redirect them properly the first time as in the photos? Sentry did not communicate to me "the Board's" decision to not remove abandoned vehicles after I made a complaint regarding each of the above incidents within your portal. After six weeks, I had to place in the portal that in 72 hours I will pay for the vehicles to be towed to your office - that's when your office responded that the vehicles were removed and that was from Friday (11/11) to Monday (11/14). I therefore have reached out to work with the local office and the alleged board ad nauseam only to be left with years of resistance and property damage which could become black mold. It is with your insurance company I filed a claim for the inside damages and was denied and the adjuster called it "flooding" and we're in no flood zone. My Unit is on the end and a decline so all residual water from other units on my row flows through their downspout, under my Unit.
  
  Your office handles vendors, specifically water. I have not received an explanation for the March 2021 bill in which I received a "heads up" phone call from NES water also in Florida, warning I was about to receive a $200 bill. The next month, back down to $49.
  
  Sentry should be responsible for assisting the HOA with mitigating risks and liability such as property damage; or risk hazards such as AC units; or misuse or waste of funds, or open fence areas near commercial buildings. Why build up reserves but not assess the risk to my investment due to lack of interest in mitigating these risks?
  
  When using Sentry's portal to contact maintenance regarding a raw sewage spill, there was no communication from "the Board" or Sentry's customer service. I have a VM from 02/2022 at 1:54pm from your local office from "Allie" with a message "the plumbers have been there". I get home and the indication that these plumbers had been to my unit was the lock removed from the fence which they have to jump to get inside to get to the lock, broken ashtray, candles tossed in my plants, patio furniture moved and nothing replaced - they leave the gate open and walk away.
  
  What I received regarding the complaint for the parking violation was an email from your customer service rep Brandi R. who signs her email "*********************". In her email response she begins the false claim of how "the association rides throughout the community" which is false. Otherwise the association would have seen the same vehicle parked in the same spot for 2 years with the same front-end damage for 2 years. Then your employee further responds to my parking complaint with my complete financial account information which she didn't realize she is emailing my closed account, took no security verification precautions to confirm the owner of the account information and -sought to be malicious with accessing my financial information not realizing both accounts are current.
  
  Your service is to support the policies of the Board. I believe it would be just as negligent of Sentry to not be concerned if you receive no request to send board meeting notices, no further collection efforts are requested other than years of lien letters @$50 each to the attorneys office that prints them, and you don't receive communication to disseminate to an Owner from "the Board" regarding issues effecting my investment - regardless of their decision. But you will get instructed by the board to charge me $50 to generate that same letter on a water bill and see nothing wrong with that.
  
  It's always part of the response to "get involved", however when you attempt to there is lack of support/attendance. Our local police department no longer holds their annual meet/greet in the community, it became a waste of money and time. I sent a Newsletter of information as a pilot to the Owner's and a board member who responded with "it's great" until my Sentry complaint regarding another board member and then you get an email notification with "the board does not approve of this newsletter, and all email account info in the directory are being removed". The decisions managing unit sale is leaving us with more investors than Owners. Being inundated in that way under Bylaws that cite 'no Owner has a right to infringe on the rights of another Owner to govern their Tenants, pile on board members that don't reside in the community but make decisions that affect it, a management company that offers no communication between the Owner and "the board", subpar customer service, questionable water services from a Florida vendor when there are local water services available - and you have my experiences.
  
  I believe I have a pretty good idea what a 3rd party vendor such as a management company for an HOA should be providing in management services.
  
  
  Business Response /* (4000, 9, 2022/11/23) */
  While we understand this homeowner is experiencing frustration, we would refer to our previous response in the hopes that the homeowner will attend a meeting to address items with the board, or reach out to the local team, who would be happy to discuss.
  
  
  Consumer Response /* (4200, 11, 2022/12/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not acceptable and not a proposed resolution. This is my experience in "realtime": on 11/25/22 I entered a work order on Sentry (HOA Butler) website as the drain owned by the HOA has to be snaked out because water and now sewage is backing up into my unit. That work order is still sitting there. I have already contacted my insurance company and have had the commode that overflowed into my home snaked out for which there was nothing found and a "trap" was mentioned. The insurance company will not send *************** until the outside drain is snaked out. Today, I contacted your Sentry office 770) 389-6528 (press 9 for emergency maintenance) and spoke with Danisha, gave her my information (name, address, phone number) and she stated she entered the call as "urgent". Danisha then stated that she has put in a call to maintenance. When I asked who that person is, she says "she can't give that information". When I asked who to expect (male, female, boy, girl), she stated "she doesn't know...she just pages the 'person'". When asked well, what is the phone number, again "she can't give that information". So, to make this clear -- when it comes to "attending a meeting", there are no board meetings. The board CEO Fran M***** is the same person that is the "HOA President" that is the same person that is the "property manager" that is the same person who I will have to litigate personally for the damages she has already caused. The response given is the typical runaround given from this responder and their local office responses. It is insufficient, every day you don't send maintenance to run a snake in this drain is another example of intentional and malicious destruction of my property. Therefore, "NO" you don't "understand this homeowners frustration", because you won't recognize where as the corporate office for your local offices you are involved in "this homeowners frustration". If anything, we should be discussing the monetary damages and what can be mediated in order to return me to the standard of living I bought into when I purchased the unit. Flooring, carpeting, floor tile, paying for plumbing services, clothing, my homeowner's insurance deductible, all of these piling of expenses because of an office in Georgia that functions under your brand "Sentry Management" regardless of if it remained functioning as "****************" or not. We should be discussing my being made whole, and not your providing a parroted response. I prefer we discuss this as the remedy.

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sentry Management was put in place to manage Horsecreek Farms HOA starting May 2022, by board members who were not elected by homeowners. In an attempt to hold a special election to vote on board members Sentry Management is withholding the number of home owners who are current on their dues. I never asked for individual owners information, but an overall number of owners current. They are also not keeping or providing records for our HOA finances. When asking for information I was told no. I'm current on my dues, and the information I was emailed was not the books and records I requested. With is within my rights as a current member of the ****

  Business Response

  Date: 11/10/2022

  We understand that transitions may be difficult for some. Horsecreek Farms' new Board is working hard to make the best decisions for the community, and Sentry, who now has the honor of serving this community, is committed to assisting the Board in this endeavor. Sentry takes our responsibilities to homeowners seriously and will uphold the community's governing documents as well as abide by state statutes.
  The number of delinquent accounts can change from day to day, so an accurate count cannot be provided. The other documents requested can be found online in our Community Pro portal. We take pride in our accounting team and our promise to deliver on time accurate financials. To keep costs down we do not provide copies of the documents readily available online.
  We have the privilege of managing approximately ***** communities in 22 states, nurturing communities we are all proud to call home.
  We look forward to establishing great relationships with all homeowners and your local team will be happy to answer any additional questions you may have.
  

  Customer Answer

  Date: 11/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You did not provide an answer in your response. Again, I'm requesting an in person meeting to review the records and books for a community. As stated in our bylaws if I decide I want printed copies I will be responsible for the cost of printing. Please let me know the best date and time to review the records and books for Horsecreek Farms HOA. I would also like to know as of today 11/11/22 how many homes are current on dues in our community and have voting eligibility. Thank you.

  Business Response

  Date: 12/04/2022

  Your local team is the best resource to address your concerns, as they will be able to communicate any requests to your Board for consideration. We do not have record of any written communication asking for a records review.
  Your response below will be shared with team members who are ready to assist, and someone from Sentry will reach out to you in an effort to resolve your concerns.

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have not been given the opportunity to review the books and records for our HOA. I've made serval requests by phone and email with no follow through from your business.

  Business Response

  Date: 01/14/2023

  Successful communication has been established and the local team is providing answers/responses to this homeowner. We are confident that this will continue on a positive path.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to report our Homeowners Association "HOA" for neglecting their responsibilities and for selective enforcement of Violations. I live in Harbor Hills located in Lady Lake, Florida. Sentry Management takes care of the HOA. My point of contact is Holly N******. Our neighborhood is quickly diminishing. The common ares have overgrown weeds, the sidewalks in the common areas are slippery with mold because they have not been pressure washed. There are speeders who speed and don't stop at stop signs. The builders lots are always overgrown and the incorrect use of erosion materials. So sand washs in roads and property. I Have brought all of this to the attention of Holly but she gives excuses and nothing is ever done. Sometimes , they completly ingnore requests and dont respond at all. Holly is supposed to come around the neighborhood and look for Violations weekly. That ceased after covid and desperately needs to be restarted because our neighborhood is going down hill really fast. We pay over $2K per year and this is unacceptable. This HOA needs to stop neglecting its responsibilities.
  
  Also, our neighborhood association has a law stating only 2 pets per household. My neighbor has 2 dogs and 4 cats. The cats are a nuisance. They sit outside and scream all day and night. I brought this violation up to Holly but she Ignored my request complety. I went to visit and asked her why? However, she got defensive tried to find violation at my house to retaliate when I complained. This is so unprofessional This is selective enforcement of HOA rules and im at my wits end. This BBB complaint is my last resort before I pursue legal action. I really hope we don't have to go down that road but I won't hesitate if this doesn't get fixed. All we are asking is for Sentry Management to do their jobs. It's really that simple
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Unfortunately, the role of Sentry Management in communities is often misunderstood.
  In general, the board makes decisions as a fiduciary on behalf of Homeowners. This means that they're entrusted with making the decisions that affect the values of the properties in the community. One of the their primary responsibilities is to protect, preserve, and enhance the value of the physical property governed by the community association. Other responsibilities that fall under a board's purview include providing direction to the management company and its employees, policies, options and all adherences to the bylaws. The board of directors are a representation of both associations and homeowner interests.
  Sentry acts as an agent of the HOA corporation, carrying out tasks such as paying bills, handling contractor work, and following through with everything the association desires to have done. The management company is an outside vendor contracted by the homeowners association. The HOA board and the management company are two separate entities.
  To the points specifically outlined in the complaint:
  The community manager is adhering to the current management agreement.
  The developer is heavily involved and onsite multiple times a week.
  The landscaping crew is onsite 5 days a week. The sidewalks are in the process of being pressure washed.
  The builder lots are not common area and are not maintained by the HOA.
  There is no selective enforcement of violations.
  Our goal is to have happy homeowners, and we follow the direction of the board as they work hard to make the best decisions for the community.
  We hope that these clarifications help this homeowner understand our role as we continue to embrace the honor to serve this community.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Most are these claims by Sentry Management are false. Holly Nichols is supposed to go around the neighborhood and do checks for violations in************* and that has not been done for the past 2 years, when she took over this position. Also, our email has mysteriously been dropped for "opting in" after I spoke to her and made a complaint. A neighbor forwarded me the emails.
  Holly tried to threaten me with Violations after I complained about my neighbors yard and confronting her about not responding to my emails. Pictures don't lie, the attached pictures show the current status of lots around************* today. What is being done??
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  We understand the frustration felt here, but will reiterate that we work at the direction of the board. The matters brought to our attention in this complaint have been presented to the board for action.

• Initial Complaint

  Date:10/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was evacuated on April 22, 2019 after a fire/disaster and the entire bldg was torn down. It is Oct 4, 2022 and the building is still uninhabitable, yet Sentry mgmt expects me to pay HOA fees ! I am requesting HOA fees to be waived until occupancy is resumed and building is complete. I am 72 yrs old and live on a small social security income. I cannot afford all these HOA fees, mortgage debt, etc.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/24) */
  While we sympathize with this unfortunate situation, Sentry Management, who manages the Master Association for this account, is legally unable to waive assessments. This matter would be best addressed with the insurance provider.
  The condominium association is managed by First Services, for future reference.
  We wish you all the best!
  
  
  Consumer Response /* (3000, 10, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since evacuation in April 2019 I have been given the run around from First Service Residential, Sentry, the Lender, the Association Members, and absolutely everyone. At 73 I have no idea why there is no assistance during a disaster. How does one pay HOA dues, mortgage payments for almost 4 years, all the while residing elsewhere and paying rent. The HOA in all of Florida needs laws to be changed and an in depth look of the power they have despite the circumstances. I have lived in my car, as a homeless person, stayed with friends, stayed at shelters and finally left the state of FLorida when there was no help. This must be against the law to charge people HOA assessments when they are not residing in their homes due to a disaster. I will try to reach out to the Obundsman and the government agencies to protect homeowners not an HOA association but the people
  
  
  Business Response /* (4000, 12, 2022/10/26) */
  We understand the frustration and wish you all the best as you work through this unfortunate circumstance.
  
  
  Consumer Response /* (4200, 14, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been told to contact First Residential who told me to contact the Director of the HOA (but I wa not given a name/address to contact) then told to contact Axiom Resources which is a collection agency who refused my offer to settle (twice) then told to contact Sentry....Not one contact has been able to help...why is an Owner who was evacuated after a disaster told to pay HOA dues when I have to live elsewhere???? I believe this is elder abuse and/or senior discrimination

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday 9/19/22 I reached out about a leak coming from a apartment above the one that I manage, I received no help on the issue. Fast forward 10 days & my tenant called back saying there is now 3 active leaks causing damage to the unit, I reached out again to have this resolved & was told the board had to approve someone in maintenance to go out.. nobody ever went out. Today my maintenance team went out, there is exposed wiring, a new water heater has been shorted out and a steady leak and more damage being caused by this leak from a unit not owned or managed by us and this is all due to the negligence of this association management company.
  We are still experiencing issues and cannot speak with anyone in office via phone or email. It is always a struggle to contact this association management company. I can never get anyone on the phone or to call me back & rarely ever get anyone to email back. These are peoples homes & investments being destroyed due to their negligence.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We have reviewed this unfortunate situation and found that there has been communication via email and phone call, and the Sentry team has been providing the information to the board for action. We have confirmed and reported that the water heater has been turned off by the association's in-house maintenance team, and the board intends to utilize their team to resolve this matter. We are all hopeful that this issue will be taken care of swiftly.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm the HOA president for my subdivision (Harvest Mill) in Conyers. GA and during construction of the subdivision the building picked Sentry Management to manage our subdivision, now that everything has turned over to the residents we have decided to go with another Management company, and want to terminate our contract with Sentry Management we have compiled with all terms in the contract to terminate it and Sentry Management has not delivered none of the documents pertaining to our subdivision, EIN number, vendors contracts , financial records. ETC. the sixty day was up on 09/15/2022 and our new management company has yet to receive anything from Sentry Management and Sentry Management continues to charge us. We would like for all our documents to be emailed over to our new management company. Thanks
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/10/10) */
  In reviewing this matter we have found that the information was provided to the new management company multiple times. It appears as though they were not able to receive large files via email.
  We are confident that the information has been received at this point and wish you all the best.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company has intentionally delayed this transition , we put in a 60 day termination notice as required and they have not help their end up , the excuse that the new management company couldn't receive large files is not true , the new management company has offered to pick them up in person or even have them mailed, there is no excuse why they didn't have all the files sent by these methods before the sixty day notice was up, and we shouldn't be charged for the month of October 2022
  
  
  Business Response /* (4000, 13, 2022/11/15) */
  We provided documentation to the new management company in a timely manner. There were no documents to pick up or mail since we keep everything digitally.
  We wish your community all the success as you move forward.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  back in march 1 2022 I sign a 6 month payment agreement with sentry management i agreed to pay 100 $ a month of 680$ i owned in which i made a 200 $ down payment and told my manager on the phone that if i can pay more i will because i knew there was other assessments coming up and also i wanted to pay a month ahead on may 31 paid May and June By that time i was down to 250 but July assessments kick in so that added 190 $ so I called to tell them that i was having financial difficulties and that ill be making a payment by the of August or beginning of September to paid of the last 250 of my payment plan, without a care my manager send my home to a lien because i didn't pay July assessment, knowing i was still making payments , they didn't communicate a intent to lien or any form of notification and whenever you call them they pass you around i called headquarters they send me to my community managers voicemail , I called her she said there's nothing she can do because i need to call headquarters and if i go the office she's never there and i have to wait to set up a meeting with her, all i want is for this matter to be resolve finish paying my rem***ing balance which i pay 100 $ today September 7 2022 and 150 by Monday of this month, im not asking for anything free because im paying my bills but for a little consideration and understanding and better costumer service when you need help !! not to be laugh at when I come to her with my issues she though it was a laughing matter that my home is on a lien she has no professionalism her name is Janna L*** with sentry management in Clermont florida if you have any questions please contact me ********** please help i don't think is fair for them to put a lien on the house for 190 $ of July assessment with out any notification or warning ahead , according to the agreement i was still on the plan when they file the lien which it was file on August 22 2022 and the later was written on august 25th 2022 as of today
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/19) */
  In reviewing this matter we found that the Community Association Manager spoke with Ms. ****** on the phone on September 7, 2022, regarding a lien on her property. Because Ms. ****** previously called and told someone she was going to be late, she felt she did not default on her payment plan. She was informed that she was in default because her regular assessment payments were not received by the due date. Ms. ****** stated she wasn't aware of that requirement and was encouraged to to read the document she signed as it stated the payment requirements.
  
  She was then encouraged to put what she would like the board to consider in an email to be presented to the board for consideration. The Community Association Manager explained to Ms. ****** that we do not make the decisions on these types of matters and that her board of directors would make the determination whether to waive any fees.
  
  Ms. ****** arrived at our office the following day to meet with the Community Association Manager. At this point there was no determination from the Board.
  
  At no point in time was the homeowner laughed at or ridiculed by a Sentry team member.
  
  The Board of Directors has since denied her request to remove the lien.
  
  In our role as the Association Management Company, we assist the Board in their day-to-day tasks as they work hard to make the best decisions for the homeowners in the community. There are no arbitrary decisions to send an Intent to Lien, instead, there are community governing documents dictating the process for delinquencies.
  
  This is an unfortunate matter that we are unable to resolve for the homeowner.

• Initial Complaint

  Date:08/23/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage co has sent Sentry a form requesting info on my condo's association. They have not received an answer, so I contacted our rep that works with us and was told nothing she could do it's up to the main office.
  Meanwhile main office has ignored request from my mortgage office. Really angry this simple request cannot be accomplished. This has held up my financing. I gave the phone number to call and loan number to make this easier and was blown off. We pay Sentry too much money to be treated this way.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/01) */
  In reviewing this matter we found that the homeowner has received direct communication about this matter from the appropriate department Manager.
  We also found there was a delay in providing a modified Questionnaire back to the lender after the original request was completed. We have identified where in the process we fell short and have taken steps to prevent this type of delay in the future.
  We sincerely apologize for the less than positive experience this provided. It's not who we are and not who we strive to be.
  We have since provided the modified Questionnaire, and invite you to reach out directly if you need anything further.
  
  
  Consumer Response /* (2000, 7, 2022/09/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This was resolved only after complaining to BBB. The management for our POA didn't help me.

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a condo unit owner in a development managed by Sentry Management, Inc. I have informed the property manager N. Lynn M*******, Vice President of Sentry's Hartford Division, of two separate leaks located above my unit but of an otherwise unknown origin. I can only observe water stains coming through the ceiling. The unit owner above me informs me he has not witnessed any leaks originating in his unit so I strongly suspect the origins are located within the ceiling. If this is true, this is an HOA maintenance and financial responsibility. If it is not true and the leaks are coming from within the unit, then it is the financial responsibility of the owner of the unit above.
  
  Despite my repeated requests to Sentry to send a contractor to perform necessary repairs I have been met first with non-response, then direction that I should repair the issues myself, then that I should ask the unit owner above me to perform repairs inside my unit, then with argumentation about whether my requests are actually demands and if I'm being polite enough to make maintenance requests. This has taken place over several weeks. I am worried that the current ~$1000 repair work will turn catastrophic and cause tens of thousands of dollars of water damage to my unit.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/02) */
  We apologize for the less than positive experience. In reviewing the matter we found that the issue was taken care of.
  It appears that scheduling was a challenge and we are pleased to find that the homeowner was able to meet with the team on this so that we could verify resolution. The moisture level was finally tested and once the painting has been completed the matter will be resolved.
  If there are any more questions or concerns, the local team is available and ready to assist.
  
  
  Consumer Response /* (2000, 12, 2022/09/19) */
  Confirming this has been satisfactorily resolved. Thank you

• Initial Complaint

  Date:08/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company requested we replace of sod in the front and side by June 20th 2022. We replaced the sod totaling 650 dollars on 6/16/2022. At that time the community sprinkler system was not working for 2 weeks and it it did not rain. We watered as much as possible but the sod died due to not having the sprinkler working. Now they have the audacity to ask us to replace the sod again and are suing us for late HOA fees. I want them to refund the money we paid on the sod 650 dollars asap so we can replace it. They caused the sod to die because the sprinkler was not working as this happens a lot with this classification. They take care of nothing but charge HOA fees. I am also referring g this to the attorney general for their fraudulent services while collecting fees. In fact the sprinkler is not working this week. The roads need repair and the lake needs cleaning
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/31) */
  In reviewing this matter we found that the owner reported to have replaced the grass back in June due to it being dead. They did not notify us that it was being replaced or had been replaced.
  
  We had a major irrigation leak in July and the water had to be shut off for around 10 days while the irrigation company waited on parts. The homeowner reported that the sod died during this time.
  
  We closed the violation and sent a "Violation Closed" email back on 8/15 after the homeowner reached out and let us know that it was dead due to the irrigation being shut off.
  
  The homeowner has never requested reimbursement from the association.
  
  Regarding the late fees, a Notice of Late Assessment was sent because the 3rd quarter dues have not been paid.
  
  Just for clarification, Sentry Management is not the HOA. We are honored to have been chosen as the management company by the Board of Directors. Our role in this community is to assist the Board in the day to day operations as they work hard to make the best decisions for the community.
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We most certainly notified them that the sod was replaced because they sent a notice to replace the sod by June 20th. We spent 650 dollars replacing the sod at their request and notified them. The sprinkler system did not work and did not rain. We tried watering the sod on our own and that was not enough the sod died. They then sent another notice to us to replace the sod. We can notified them of this situation. We requested for them to reimburse us for the sod so we could replace it again. They have not responded but keep sending notices of wanting us to replace the sod and pay the HOA We demand payment for the 650 dollars we spent on the sod and they can deduct the HOA from that
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  We understand the frustration this issue has caused the homeowner.
  The last and final violation notice was sent on 8/1. The violation was closed on 8/15.
  One of the homeowners reached out to our team on 8/26 requesting a $650.00 refund. We forwarded this request to their Board of Directors for consideration.
  We are privileged to have been hired by the Board to be the association's HOA Management Company. Sentry does not run the association, but instead assists the Board with the day-to-day operations. The Board is a group of volunteers who work hard to uphold the governing documents and make the best decisions for their community.
  We do not have the authority to make any decisions in this matter, but will always provide all information to the Board for any possible action.
  
  
  Consumer Response /* (4200, 11, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is their responsibility to maintain the sprinkler is operating it killed all the sod we paid for and they demanded we buy to repair the bald areas. We demand the full refund of 650 dollars so we can replace the sod we paid for at their request and demand They have sue till June 20th to replace knowing the sprinkler didn't work for 10 days with no rain and is using our water that we had to pay for to water the sod. We did what we could but it is not comparable to a sprinkler. It is their responsibility to ensure the community has an operating sprinkler not out for 10 days.